Knowledge is power We talk a lot about big data; it is the new thing, the magic bullet that will solve all your organisational woes. No matter what your problem… the solution is in the data. This is the information age. We are knowledge workers and knowledge is power. Data is an asset, we should […]
What Did you Learn?
My daughter (11) has developed another irritating habit. Whenever you say something to her she replies “I know” Your sister needs help. — “I know” We are late for school — “I know” E = MC squared — “I know” The cat is on fire — “I know” Of course I explode. How can you possibly learn anything new if […]
Quantum Mechanics and Customer Service
This is a guest post Quantum mechanics poses an interesting problem. Measuring a system tells us it’s current state, but the act of measurement also changes it. This isn’t just a problem for scientists This problem was going through my mind as I collected my Ford family wagon from it’s trip to my local dealership. It […]
Ignorance and the Hippo
Hidden Problems Ernesto Sirolli tells a lovely story in his book Ripples from the Zambezi: In the 1970’s he worked for an Italian NGO that provided aid for the people of Zambia. One of their projects was to teach the Zambians about agriculture and how to cultivate food. Ernesto tells how they arrived in a […]
The Elephant Problem
Manage the numbers We love to manage by targets and numbers. We divide our organisations up and target managers with very specific goals: Reduce waiting times Increase top line Minimise operational cost Maximise market penetration And off we go, convinced that our number is the most important number, striving to make it go the right […]
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